4 The Organization of A Lodging Establishment

The Organization of a
Lodging Establishment
Organizational Chart
 Outlines the positions and responsibilities
of each team member.
 Aids in identifying and directing the
management team.
A hotel will be staffed based on:

 A hotel’s size classification
 A hotel’s classification type
 A hotel’s product type (service level &
target market)
 Small owner operated – mega size
under management contract
 Resort hotel – airport hotel
 Limited-service -
Functional Departments
 Rooms Division
 Food and Beverage
 Accounting
 Human Resources
 Engineering
 Sales/Marketing and Catering

1.) Rooms Division-”nerve center”
 Rooms Division or Rooms
maintenance department looks after
all matters pertaining to room
bookings and accommodation.
Three sections consisting this dept.:
1. Front Office
2. Housekeeping
3. Room Sales
(reservations, night audit, loss
prevention/security department)
Front Office
1. Front desk – first and last point of

contact with a hotel guest.
- manages the in/out flow of guest
in a daily basis.
- “hub” or “command center”
- logical point of contact for
dissemination of information for guests
and other hotel employees.
2. Uniform Services – encompass the
areas within the front office other
than the front desk.
- referred to as guest services
It includes:
 Bellstand
 PBX
 Valet parking/Garage
 Shuttle driver
 Concierge
 Doorpersons
Housekeeping
- vital part of rooms division
- works directly with the front desk
 looks after the cleanliness,
orderliness, sanitation and
maintenance of guestrooms, Public
area (garden, ground area) as well
as the provision of linen/laundry
service.
Room Sales -handles the room
reservation, sales, marketing and
advertising the hotel property.
Reservations
- referred to as transient room sales
Night Audit
- the team reconciles the hotel’s
daily financial and other activities.
- led by night audit manager
- The department assumes some
front office duties such as
management of the front desk at
night.
Loss Prevention/Security
- main priority is the safety and
security of all hotel guests and
employees.
The director of the loss prevention
must ensure that all accidents and
guest complaints are handled
professionally and thoroughly.
2.) Food & Beverage Department
 Only full-service hotel have this functional
department.
 It has minimal interaction with other
departments.
 The responsibilities of this department
are:
- Kitchen(s)
- Restaurant(s)
- Lounges/Bar(s)
-Room Service
3.) Marketing & Sales Department
A full-service hotel that has meeting
space requires a department to
maximize that space.
 Sales and catering encompasses
three departments:
- Catering sales
- Group sales
- Transient sales
4.) Human Resources Department
 Hotels succeed only with the right
personnel in the right places.
 It is the responsibility of the human
resources department to find and
retain these people.
 Human resources staff perform the
following duties:
- Payroll
- Benefits
- Recruitment
- Career development/Training
- Conflict resolution
- New hire orientation
5.) Accounting Department
 Because hotels operate just like any other
business, someone must monitor and manage
the money.
 Accounting handles the following duties:
- Credit (extended to individuals & groups)

- Accounts receivable (revenues due the hotel)
- Accounts payable (hotel’s expenditures)
- Night Audit (reconciles hotel’s books)
 Accounting also manages the currency control
process of the hotel
6.) Engineering Department
 Maintenance (repair and upkeep of the
internal and external hotel structure and
equipment)
 Groundskeeping (maintenance and upkeep
of the facility grounds and landscape)
 Capital improvements
- It works very closely with the

housekeeping in maintaining the quality of
the physical guest room.
Front of the House
 Rooms Division
 Food and Beverage
 Sales/Marketing/Catering
Back of the House

 Human Resources
 Engineering
 Accounting
General Manager
 Top level manager.
 Ultimately responsible for the hotel.
 If the hotel is with chain or

management company, he reports to
the regional manager.
 In other associations he is required
to report directly to the hotel owner.
Resident Manager
 A name for the manager who resides in
the hotel and was available at all hours.
 In charge of the hotel when the general
manager is absent.
 His after-hours responsibilities center on
sleeping rooms.
Today, it is rare to find him residing in
hotels but because of the age-old
activities of coordinating the operations of
room related functions the title remains.

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The Organization of a

A hotel will be staffed based on:

 Sales/Marketing and Catering

1. Front desk – first and last point of

- Credit (extended to individuals & groups)

- It works very closely with the

 Food and Beverage

Back of the House

 If the hotel is with chain or

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